Tenant Satisfaction Measures

What our customers tell us about our services, and how we’re performing
We regularly measure how we’re performing and ask our customers what they think about our homes and services. This helps us understand what’s working well and where we can improve.
Our performance is monitored by our Board and our Customer Experience Committee - which includes customer representatives, to make sure we continue to deliver the services our customers expect.
Since April 2023, we’ve used the national Tenant Satisfaction Measures which provide a consistent way of collecting feedback and reporting how housing providers are performing. You can find out more about these measures here.
Our results for the 2025–26 financial year are shown below and will be updated each year.

Overall service

This first measure tells us how satisfied our customers are overall with the service we provide.

Last update:
Customer satisfaction: overall service 80.4%
Proportion of respondents who report that they are satisfied with the overall service from their landlord.
trending_up +4.9%

Health and safety of our homes

Our top priority is making sure that our customers' homes are safe and comfortable to live in. These measures look at how we comply with necessary health and safety standards and legislation in our customers' homes.

Last update:

Gas safety check

Proportion of homes for which all required gas safety checks have been carried out.
check_indeterminate_small No change

Fire risk assessments

Proportion of homes for which all required fire risk assessments have been carried out.
check_indeterminate_small No change

Asbestos

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
check_indeterminate_small No change

Legionella

Proportion of homes for which all required legionella risk assessments have been carried out.
check_indeterminate_small No change

Lifts

Proportion of homes for which all required communal passenger lift safety checks have been carried out.
check_indeterminate_small No change

Decent Homes Standard

Proportion of homes that do not meet the Decent Homes Standard.
check_indeterminate_small No change

Customer satisfaction: home maintenance

Proportion of respondents who report that they are satisfied that their home is well maintained.
trending_up +1.7%

Customer satisfaction: home safety

Proportion of respondents who report that they are satisfied that their home is safe.
trending_up +1.7%

Repairs

Fixing faults and problems in our homes quickly and efficiently matters a lot for our customers. These measures show how our repairs service is performing. Our target for non-emergency responsive repairs (standard repairs) is 28 days. Our target for emergency responsive repairs (priority repairs) is 24 hours.

Last update:
Customer satisfaction: repairs overall 83.8
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
trending_up +3.5%

Non-emergency responsive repairs

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
trending_down -0.1%

Emergency responsive repairs

Proportion of emergency responsive repairs completed within the landlord’s target timescale.
trending_up +5.7%

Customer satisfaction: repair timescales

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
trending_up +3.3%

Communities and neighbourhoods

Our customers don't live in isolation - the people and environment around everyone's home has an impact on them. That's why our Communities team offers services and support to help communities and the people within them thrive. We also invest in maintaining and improving the areas around our customers' homes - both to create a pleasant environment and to do our bit for a healthier planet. The measures below show our impact in some of these areas.

Last update:
Antisocial behaviour 99.2
Number of antisocial behaviour cases, opened per 1,000 homes.
trending_down +19.5 cases
Hate incidents 2.3
Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes
trending_down +0.9 incidents
67.9% Customer satisfaction: communal areas
trending_up +3.2%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
67.3% Customer satisfaction: contribution to neighbourhoods
trending_up +3.3%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
61.2% Customer satisfaction: antisocial behaviour
trending_up +5.3%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling antisocial behaviour.

Complaints

Like any organisation, we won't get things right for our customers all the time. So we have a clear complaints process for customers to let us know when there is a problem and to help put things right and make lasting improvements. These measures show how our complaints process is performing.

Last update:
Stage one complaints 76
Number of stage one complaints received per 1,000 homes.
trending_down +20.5 complaints
Stage two complaints 15.7
Number of stage two complaints received per 1,000 homes.
trending_down +7.9 complaints

Stage one complaints: Housing Ombudsman

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
trending_down -2.9%

Stage two complaints: Housing Ombudsman

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
trending_down -10.4%

Customer satisfaction: complaint handling

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
trending_down -4%

Customer engagement and communication

What our customers think matters to us so we have many different ways for customers to share their views with us and influence our decisions. We also work hard to help keep customers informed and up-to-date. These measures show how we are performing in some of these areas.

Last update:
69.5% Customer satisfaction: listening to customers
trending_up +4.2%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
74.8% Customer satisfaction: keeping you informed
trending_up +1.4%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
81.4% Customer perception: fairness and respect
trending_up +1.9%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
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This document explains the questions we ask customers and how the survey is carried out, so you can understand how our results are measured.

TSM survey questionnaire 2025-26 TSM summary of approach 2025-26

Previous years’ results

View our Tenant Satisfaction Measures (TSMs) from previous years to see how our performance has changed over time.

Tenant Satisfaction Measures 2024-25

More information about our performance

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Sustainability

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Accreditations, memberships and awards

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Customer surveys

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